Table of Contents

Foreword; Acknowledgements; Introduction; Chapter 1 - The processes; Chapter 2 - Management system requirements; Chapter 3 - Service continuity and availability management, ISO/IEC 20000-1, 6.3; Chapter 4 - Recommendations on resolution processes; Chapter 5 - Incident management, ISO/IEC 20000, 8.2; Chapter 6 - Problem management, ISO/IEC 20000, 8.3; Chapter 7 - Techniques; Appendix A - ISO/IEC 20000 requirements in summary; Appendix B - Bibliography and further information; Books in the 'Achieving ISO/IEC 20000' series.

About the Author

Jenny Dugmore